Answer product questions from the documentation you already publish, gather symptoms into a diagnosis a person can read, and route anything carrying a safety signal to the named engineer who owns it.
Ingest the ticket, the product record and the document set from supported service, ticketing or knowledge sources.
02
Normalise model numbers, firmware builds and regional variants, and carry each answer forward with its source.
Reason
03
State that the customer is talking to an AI system, and put a person one request away.
04
Gather symptoms into a diagnosis a support engineer can read without reopening the case.
05
Answer from the manual, service bulletin or support note that covers the model in hand.
Decide
06
Refuse the hazard-bearing steps outright — mains work, battery handling, disassembly and bricking-class firmware.
07
Route an injury, fire, overheating or property-damage report to a named engineer, timestamped as it arrives.
Out
08
Retain the symptoms, the steps given, the escalation and the engineer's disposition against the ticket.
09
Execute write actions only inside the approval boundaries agreed during implementation.
→Product statement
The agent answers and gathers; a named support engineer decides what a safety report means, and the manufacturer owns what the agent said.
Example workflow
One ticket, symptom to release
AgentHuman
1Ticket receivedSupport chat, email, in-app help or an inbound call
2Symptoms assembledModel, firmware build, purchase region, fault description and prior contacts, each with its source
3Answer proposedDiagnosis, the steps to try and the documents behind them
4Controls appliedHazard-step refusals, the parts rules configured for that state, safety-signal detection and confidence threshold
No human action required
Stages 1 to 4 run unaided, and no safety report is closed at any of them — the agent is answering, and the engineer's lane opens at the confidence gate.
5DecisionBranches at the confidence threshold
High confidence
Goes to the support engineer to release.
Low confidence
Adds a senior-technician read first.
Engineer review
The answer is held with its symptoms, the documents behind it and the confidence.
Release · Correct · Send to the safety desk
Released — the customer is answered▼
6Service systems updatedOnly where write access and approval policy allow it
7Outcome evaluatedRepeat contacts, corrections made in review, escalations raised late and complaints logged after the fact
Corrections
Each engineer correction is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Deciding that a safety report is not reportable.
Closing a ticket that carries a safety signal.
Steps that open a mains enclosure, supply or display.
Battery handling beyond stop, disconnect and isolate.
Automation boundaryAgent acts unaided
✓Answer from the manual and bulletin set for that model into the review queue.
✓Gather symptoms and prior contacts into one diagnosis.
✓Give the steps the documentation lists as safe to try.
✓Pass a safety signal up, timestamped, and hold the ticket for the named owner.
Any write happens inside the boundaries agreed at implementation, never ahead of the engineer's release.
Erasing a device before a backup has been confirmed.
Firmware steps that can leave a device unrecoverable.
Warning that a non-genuine part will limit the device.
Changes to refusal rules or escalation thresholds.
Example output
One ticket, annotated
Everything the agent says is attached to the document it was drawn from.
Support output · single ticketIllustrative example
Ticket
Step given
Model
Source of record
Confidence
Release path
No power after an update
Re-run the on-device recovery the bulletin describes for that build
Soundbar, shipped build
Service bulletin on file
91%
Held for the engineer
As receivedTaken from the ticket and the bulletin on file — nothing on this side is written by the agent.
Sources usedService bulletinProduct manualPrior contacts on the model
Why this stepIt is the step the bulletin lists for that build, and it opens nothing on the device.
ActionReleaseCorrectSend to the safety desk
What the score decidesBelow the configured threshold the answer picks up a senior-technician read before it is sent.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every ticketFrom your documentation
03Answering
Answer from the document
Draw on the manual, the bulletin set and the parts rules configured per state — Oregon, Colorado and Washington are not the default.
01Approved path
Answer without the queue
Documented faults come back answered, and the ticket still lands in the complaints register.
02Human review
Send engineers where harm
Safety signals, hazard-bearing requests and low-confidence answers are marked, so engineer time goes where being wrong hurts someone.
04Build an evidence trail
The symptom described, the step given and the agent who took it over stay on the ticket.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Support deskZendesk · Salesforce Service Freshdesk · Intercom
Product documentationManuals · service bulletins Firmware release notes
Field service and repairServiceMax · Salesforce FSL Repair-depot and RMA systems
Agent
Technical support
Reads the documents Answers the ticket Escalates to engineers
Safety and qualityComplaints register Corrective-action systems
Battery and charging faults are the slice the aggregate buries: a thin share of the queue, and the largest share of the answers an engineer had to correct. Nestack reports the correction rate by slice, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Battery and charging faults
5.4%
3.6×
Review
Overheating and thermal reports
4.1%
2.7×
Review
Firmware and update failures
2.7%
1.8×
Watch
Routine setup and connectivity
1.2%
0.8×
Normal
Bar: engineer-correction lift vs. the routine-setup baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
Nothing closes until the suite grows
A cycle closes when the failure is a regression case the next release has to pass. That suite is what the next ticket through support is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Engineer corrections rise in one fault type.
02Diagnose
The ticket is the unit of diagnosis: the symptoms taken, the step given, the document behind it and who took it over.
03Improve
The change ships against a version, with the tickets that exposed it attached.
04Verify
Release is blocked until the affected regression cases pass again.
05Learn
The case joins the permanent suite and the support playbook.
Learn → DetectThe return edge. The next detection runs against a suite one case longer.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, answering workflow, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Support workflow discovery and boundary definition.
02Support-desk and product-data assessment.
03Hazard refusal set and per-state parts-rule mapping.
04Ticket and product-record ingestion.
05Answering logic and source binding.
06Confidence scoring and safety routing.
07Engineer review workflow.
08Support-desk and service-system integration.
09Safety-step regression cases.
10Guardrails and escalation controls.
11Ticket-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne product line, one regionProductionProduction support deskAdvancedMultiple lines / regions
Introduced at Pilot
Answering from your documents✓✓✓
Engineer review✓✓✓
Answer-quality baseline✓✓✓
Introduced at Production
Reporting by product line—✓✓
Review workflow in your systems—✓✓
Approved write-back—✓✓
Ticketing-system integration—✓✓
Introduced at Advanced
Multi-region and multi-brand rollout——✓
Multi-stage engineer approvals——✓
High ticket volume——✓
Multi-region support controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, ticket volume, escalation controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your manuals, bulletins and support notes→Document ingestion and source bindingWeek 1
02Representative tickets from a past quarter→Answering baseline, symptom gathering and step bindingWeek 2
03The hazard steps your engineers already refuse→Hazard refusal mapping and the automation boundaryWeek 1
04Access to relevant APIs, feeds or exports→Support-desk, documentation and repair-system assessment, then integration setupWeek 2
05Answers you would not want repeated→Safety cases and failure-mode testingWeek 4
06Where a step must stop and wait for a person→Confidence scoring, safety-signal routing, guardrails and escalation controlsWeek 3
07Named support engineers to release answers→Engineer review workflow, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Each phase sits on the weeks it actually occupies, and week 5 carries both evaluation and launch work.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Support workflow discovery, refusal mapping and the automation boundaryW2Source integration and the answering baselineW3Answering workflow, confidence logic and escalation controlsW4Evaluation suite, safety-step checks and failure-mode testingW5Desk integration, a pilot ticket queue and targeted correctionsW6A live support queue answered under supervision, then Agent Care handover
Reading the bandEach bar covers only the weeks its work is named in. The fifth week doubles because the work overlaps.
At the end of W6Validation closes on live tickets, and Agent Care picks up monitoring.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Electronics AI agent
Build a technical-support agent around your own documentation.
You bring the manuals and bulletins, the steps your engineers refuse to give over the phone, and the person who owns a safety report. We'll map the ticket path, set the automation boundary and name what stops.
